After entering our hotel room my wife shared a few observations with me on how our arrival was handled at the front desk and how it should have been done – given that it was a 5-star resort hotel in read more...
As a conference speaker and hotel trainer, I’m always interested whenever I see the title of an article, book, or blog post that has anything to do with guest service, hospitality, or customer service in general.
Over the years, I’ve noticed read more...
A toxic blend of self-importance and social blindness is creating a new class of traveler — from the check-in bully to the buffet hog.
What’s the worst thing you’ve seen someone do at a hotel? For Lynne Goldberg, it’s the check-in read more...
The total 165,193 tourist arrivals to Sri Lanka in October 2025 were a 21.5% rise compared to 135,907 in the same month last year and is a significant 7.8% rise over the pre-pandemic 153,123 arrivals of October 2018.
October’s arrivals fell read more...
The biggest challenges facing the hospitality industry and other businesses are economic uncertainty, supply chain issues, cyber-security, digital transformation, the war for talent, and increasing customer expectations. Lets delve into the last two mentioned, namely, the war for talent, and read more...
Across the industry, many so-called five-star hotels are now run by people who have never lived the standards they’re paid to uphold. They think a polished floor can substitute for taste and a checklist for service. The result looks expensive read more...
Customers judge an experience largely by how they felt at the most intense moment — good or bad — and at the end. But are CX leaders designing experiences for this cognitive bias?
A billing issue gets resolved. The refund is read more...
There are many things to consider when starting a new life abroad, but a recent analysis has found which destination is best for families.
There are many things to consider when relocating abroad, especially if you are moving as a family or planning read more...
The state has placed clear-air turbulence in the same category as mid-air collisions and incursions on runways.
Singapore has become the first state to classify severe air turbulence as a major in-flight threat after two incidents involving its airliners last year read more...
Running a restaurant has never been easy. Margins are thin, competition is fierce, and customers’ expectations are higher than ever. But even in challenging times, some restaurants thrive while others struggle to keep their doors open.
After working with hundreds of read more...
Waiters and waitresses, also commonly known as servers, are members of the hospitality service industry who attend to guests by taking orders, serving food and beverages, and processing payments. They clean and prepare (set up) tables before, during, and after read more...
Historically in customer experience, the term retail robot has been used to describe frontline employees who just went through their day and more importantly, through customer interactions robotically, reading enthusiastically from a script, interacting the minimum possible to complete the read more...
